Ventana Research Analyst Perspectives

IBM Brings Sophistication to Customer Analytics and Prediction

Posted by Richard Snow on Jul 30, 2014 8:48:50 AM

During recent IBM analyst big data event, I learned about a new product, IBM Predictive Customer Intelligence. It extracts and processes customer-related data from multiple sources to analyze customer-related activities and has capabilities to predict customer behavior and actions. Predictive Customer Intelligence is built on IBM’s big data platform and supports extraction and integration of data from multiple sources, internal and external, and from structured and unstructured data. It can process data created by third-party products, such as text-based files of data created by converting speech to text. The product can capture and analyze customer interactions from multiple communication channels such as voice, email, text messages, chat and Web usage scripts and social media posts.

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Topics: Business Analytics, Business Intelligence, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Customer Service, IBM, IBM Predictive Customer Intelligence, IBM Watson, Information Applications, Social Media, Text Analytics, Voice of the Customer, Customer Experience, Analytics

Genesys and IBM to Improve Customer Engagement with IBM Watson

Posted by Richard Snow on Jun 14, 2014 9:34:23 AM

The contact center market continues to shift focus from handling customer calls as efficiently as possible to providing superior customer engagement across multiple touch points. The latest advancement is an joint announcement from IBM and Genesys who have signed a partnership agreement to provide “smarter customer engagement”. The agreement includes a technology partnership and a joint marketing plan, and brings together IBM’s Watson Engagement Advisor and Genesys’ Customer Experience Platform.

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Topics: Call Center, Cloud Computing, Cognitive Computing, Contact Center, CRM, Customer & Contact Center, Customer Service, Genesys, IBM Watson, Mobile Apps, Operational Performance, Self-service, Social Media, Customer Experience

IBM Delivers New Talent Management Suite

Posted by stephanmillard on Mar 13, 2014 1:11:02 AM

At its recent Connect 2014 event IBM announced IBM Kenexa Talent Suite, an integrated talent management suite. The release strengthens its Smarter Workforce initiative by combining IBM and Kenexa products and services in one human capital management (HCM) offering. IBM Kenexa Talent Suite also addresses increasing efforts by human resources organizations to optimize their activities through more effective use of technology, a topic covered in our 2014 HCM research agenda. Specifically, the release integrates talent management process automation capabilities with collaboration and also can be complemented with its workforce analytics to help organizations be more efficient and productive; our benchmark research shows these are the leading benefits of using human capital analytics systems.

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Topics: Analytics, Big Data, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Cognitive Computing, Collaboration, HCM, HR, IBM, IBM Watson, Kenexa, Oracle, Recruiting, SAP, Social, Social Media, Workforce Performance, Mobile

IBM Bets a Billion to Mobilize Watson Business Unit and Monetize Cognitive Computing

Posted by Mark Smith on Jan 13, 2014 8:04:28 AM

With much fanfare and a rarely seen introduction by CEO Ginni Rometty, IBM launched IBM Watson as a new business unit focused on cognitive computing technology and solutions, now being led by Senior Vice President Mike Rhodin. The announcement is summarized here:. Until now IBM Watson was important but had neither this stature in IBM’s organizational structure nor enough investment to support what the company proclaims is the third phase of computing. As IBM tells it, computing paradigms began with the century-old tabular computing, followed by the age of programmatic computing, in which IBM developed many products and advancements. The third phase is cognitive computing, an area in which the company has invested significantly to advance its technology. IBM has been on this journey for some time, long before the IBM Watson system beat humans on Jeopardy!. Its machine-learning efforts started with the IBM 704 and computer checkers in the 1950s, followed by decades of utilizing the computing power of the IBM 360 mainframe, the IBM AS/400, the IBM RS/6000 and even IBM XT computers in the 1980s. Now IBM Watson is focused on reaching the full potential of cognitive computing.

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Topics: Analytics, Big Data, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, CIO, Cloud Computing, Cognitive Computing, Customer & Contact Center, Discovery, Exploration, Financial Performance, Governance, Risk & Compliance (GRC), IBM Watson, Information Applications, Information Management, IT Performance, Location Intelligence, Operational Intelligence, Operational Performance, Sales Performance, Social Media, Supply Chain Performance, Workforce Performance

IBM Improving the Science to Apply Business Analytics for Better Customer Engagement

Posted by Richard Snow on Jul 4, 2013 2:08:26 AM

I recently wrote how IBM is making customer analytics smarter. Since then IBM has run events in North America and Europe to demonstrate how it is continuing these efforts and expanding into other areas. Outside of the customer space you can read how my colleagues assess its efforts: Mark Smith discusses HRRobert Kugel sees its impact on business overall, and Tony Cosentino addresses it in IT. Our research My focus remains the customer and I have learned more about what IBM is doing in social media, identity reconciliation, visualization, mobile apps and big data.

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Topics: Business Analytics, Business Collaboration, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, IBM, IBM Watson, Mobile Apps, Self-service, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics